Triage Specialist
Remote UK | Approx. £54,000 | Fixed-Term Contract
Role Overview:
The Triage Specialist is responsible for investigating product quality issues in Ads and Commerce products and providing technical resolutions to customers and sales teams. This role requires troubleshooting complex issues, managing escalations, providing product feedback, and collaborating with cross-functional teams to improve overall product quality.
Key Responsibilities:
Investigation and Troubleshooting
* Investigate and troubleshoot complex customer issues related to Ads, Commerce, and Creator products
* Analyze data and logs to identify root causes of issues
* Collaborate with internal stakeholders to gather information and insights
* Maintain a deep understanding of products and services
Triage and Escalation Management
* Triage and prioritize customer escalations based on severity and impact
* Manage and coordinate the escalation process with internal stakeholders
* Ensure timely resolution of customer issues and provide regular updates
* Identify trends and recurring issues to improve product quality
Product Feedback and Improvement
* Provide product feedback and insights to internal teams
* Collaborate with product teams to improve product quality and customer experience
* Identify opportunities for process improvements and implement changes
* Understand customer needs and expectations to drive product enhancement
Communication and Collaboration
* Communicate effectively with customers, internal stakeholders, and cross-functional teams
* Share knowledge, best practices, and expertise with team members
* Provide regular updates and reports to management and stakeholders
* Participate in training and development programs to enhance skills
Day-to-Day Responsibilities / Key Projects:
* Serve as Tier 3 technical support for Ads and Commerce products, handling complex issues and bugs
* Work across 3–4 products as a specialist, managing cases via internal tools
* Troubleshoot advertiser issues and coordinate with engineering teams as needed
* Provide insights on recurring issues and contribute to quarterly reporting
* Handle approximately 100 tickets per month (2–25 per week)
* Resolve issues such as ads not going live or messaging gaps requiring technical assistance
Requirements:
* Bachelor’s degree in Computer Science, Engineering, or a related field
* 2+ years of experience in technical support, software engineering, or related field
* Strong problem-solving and analytical skills
* Excellent communication and collaboration skills
* Ability to work in a fast-paced environment and manage multiple priorities
Nice to Have:
* Experience with Ads, Commerce, or Creator products
* Familiarity with software development methodologies and tools
* Technical support or related certifications
* Experience in remote or distributed team environments
* Experience collaborating with engineering teams
* Exposure to delivery product escalation in a tech or ad tech company
* Experience at larger tech companies or platforms (e.g., TikTok, Snap, Google)
Non-Negotiable Skills:
* 2+ years of experience in technical support or software engineering
* Proven experience troubleshooting and resolving client issues on ad tech platforms
* Experience working with engineering teams is advantageous